What are the responsibilities and job description for the Customer Service Representative position at TROY Group, Inc.?
Overview
The Customer Service Representative drives customer retention and revenue growth by delivering a frictionless service experience. This role manages the full customer lifecycle — from inquiry to order fulfillment — ensuring accuracy, responsiveness, and proactive communication across phone, email, and chat channels.
Core Responsibilities
The Customer Service Representative drives customer retention and revenue growth by delivering a frictionless service experience. This role manages the full customer lifecycle — from inquiry to order fulfillment — ensuring accuracy, responsiveness, and proactive communication across phone, email, and chat channels.
Core Responsibilities
- Process customer orders, returns, and change requests with precision and urgency.
- Respond to product, pricing, and order status inquiries within defined service level agreements.
- Prepare and issue customer quotations and warranty renewals.
- Validate product availability, freight rates, and delivery timelines before confirming orders.
- Collaborate cross-functionally with Operations, Sales, and Product Management to resolve complex customer issues.
- Identify upselling and cross-selling opportunities through consultative engagement.
- Capture and escalate recurring customer pain points to improve process efficiency.
- Maintain accurate CRM and ERP data for all customer transactions and communications.
- Support continuous improvement initiatives related to customer experience, order accuracy, and response time.
- Minimum 2 years of B2B customer service or inside sales experience.
- Strong attention to detail and commitment to service excellence.
- Proficiency in Microsoft Office and familiarity with ERP, CRM, & OLS platforms (e.g., NetSuite, HubSpot, Shopify).
- Excellent verbal and written communication skills.
- Demonstrated ability to prioritize, multitask, and perform under pressure in a fast-paced environment.
- Team-oriented mindset with a bias for accountability and follow-through.